Document Management Solution for Salesforce CRM

Region:

Australia South (VIC/TAS/SA

Product Description:

We're currently looking for suitably qualified vendors to provide a Document Management solution within or integrated with our CRM platform, which is Salesforce.

The intention is that this solution will support our case and complaint handling processes by enabling and improving the management of documents and communications throughout the case lifecycle.

Our role is to manage complaints through a structured case management process supported by a Salesforce-based CRM. Cases may progress through multiple stages, including enquiry, referral, investigation, conciliation, assessment and recommendation. At each stage of the process, we are required to gather, review, exchange and retain information to ensure matters are handled fairly, consistently and in accordance with procedural fairness obligations.

As part of our dispute resolution role, we regularly:

• Receives and sends high volumes of email and webform communications

• Engages with multiple internal and external stakeholders, including consumers, energy and water providers, case managers, investigators, legal and quality assurance teams

• Manages supporting documentation and evidence provided by parties to a complaint, as well as internally generated case records, assessments and decision documents.

Documents and information may be received at different points in the case lifecycle and through multiple channels. This information must be accessible to authorised staff, appropriately shared with relevant parties, and retained with a clear audit trail.

Currently, document handling (including ingestion from emails and webforms) involves manual steps and limited centralisation at the case level within the CRM. This can create operational challenges and risks, including:

• Difficulty locating all relevant documents for a case

• Duplicate documents and version control issues

• Increased effort to review, share and manage information during investigations and conciliation

• Challenges and time-consuming processes to meet audit, retention and governance

• requirements

• Time-consuming manual uploads, downloads and follow-up with external parties.